CUSTOMER SERVICE SHOULDN’T JUST BE A DEPARTMENT, IT SHOULD BE THE ENTIRE COMPANYTony Hsieh, CEO of Zappos

They- we all – are getting “smarter’

Social Media Helps small companies look bigger and big companies get smaller

Implement a successful governance model.Streamline adoption with training and support.Develop and follow a consistent plan for social media.Establish a culture of data-driven decision making and accountability

SETTLED THE SOP, CHANGE THE COMPANY CULTURES, Ensure the previous feedback followed up and fixedFaktamenunjukkanbahwaangkakriminalitasmeningkatketikabanyakjendela yang rusakdantidakdiperbaiki

Monitor What Customers Are Saying about Your BrandsHelp Companies search the millions of tweets to find relevant conversationCapture the conversation by creating new ticket that tracks the original ‘tweet’ &amp; enables easy responseEasily funnel relevant solutions from knowledgebase into a tweetCreate reports to analyze how many ticket are being generated from ‘tweets’

Social Media Helps small companies look bigger and big companies get smaller

Take it like a market leader, and then let them know we’re listeningChoosing to react in this way has multiple positive outcomes:The customers know we’re listening to them, and know that we care about themThe customers see that we aren’t deleting negative comments, and thus come to trust us, and our marketing message more. After all, we are showing that we are a transparent company.Customers won’t take the message elsewhere, because there’s no need to. This way, we can monitor the conversation and easily respond.we will be acting as a market leader by taking criticism head on. After all, we don’t need to hide from negative feedback because we’re a leader!

Transcript of "Think bigger about Customer Service"

1.
T H I N KBIGGERABOUT CUSTOMER SERVICE By Mu’min Santoso l @msantoz

2.
CUSTOMER SERVICE SHOULDN’T JUST BEA DEPARTMENT, IT SHOULD BE THEENTIRE COMPANYTony Hsieh, CEO of Zappos

16.
How to handle negative sentiments Identify the type of feedback Straight Problems Respond Fix it Follow Up Thank to Respond with Constructive Criticism positive message custommer for their suggestion Assure that we Thank to take steps to Merited Attack Respond Promptly commenter about correct the the feedback problem Trolling/Spam Ignore Remove

18.
The number one rule when responding to all criticism, even the negative types; is to stay positive.

19.
Take it like a market leader, and let them know we’re listening Positive Outcome: Customers won’t take the We do not delete Strengthen Image asCustomer knows we message elsewhere negative comments to Market leader by taking LISTEN and CARE which makes us easier to build Customers’ Trust criticism head on monitor